Personalization Box Not Supported

[ThistleandFox]

Because many of my customers appear to be using an outdated version of the Etsy app I keep receiving this message when an order is placed:

"This order was placed on an Etsy platform where personalization is not supported. Please reach out to the buyer for their personalization info."

The thing is Etsy, I do reach out (usually a few times) and the customer often does not respond. I need to know their answer to the question I've asked above the Personalization box before I can fulfill their order so I'm often left with no choice but to cancel the order.

To avoid this issue, surely Etsy can make updates to the app compulsory at this point?

What other platforms for purchasing on Etsy could they be referring to?

Almost every other app on my phone has to be updated regularly in order to be able to continue using it so please just make the next Etsy App update a critical one and every customer will either have to update the app & therefore be able to use the Personalization box or they will have to use the Etsy website to place their order.

Anyone else agree? If you have anything to add, please comment below.

[PerfectTransactions]

Hi,

I can also add that this is a hugh problem for me, since a lot of items I sell are personalised often their details have not been left and when I reach out to them its taking days to reply, if I even get a reply.

I can only assume there was a new update recently as this issue has increased a lot over the last week

[CappuccinoLace]

Etsy cannot force someone to update their apps.

some are using outdated versions because their phone is outdated.

fyi, it also doesn't work on Pattern sites at all.

[VibeEnvy]

Just happened to me, if we have personalization field that we mark REQUIRED to place an order, the listing should tell people they need to use a different platform to meet requirements set by the seller to purchase the item. Or inform the customer they purchased an item that requires personalization and they must contact the seller. But I'm just being silly, expecting the tools on Etsy to work when we use them or set them up. I've known better for a long time.

[ThePixelatedOwls]

This is costing us money. If it costs extra to personalize and its not allowed am I now losing money from missed upsales ???

[ModAngie · Accepted solution]

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